Tickets

The total time spent in the Pending status, displayed in minutes, but only time that elapses during listed business hours is counted.

Fact

Initially assigned at hour

Hour a ticket was initially assigned in a 24-hour format, from 0 to 23

Fact

Ticket reopens

The number of times a ticket has been changed from Solved to Open (whether by agent or end-user)

Fact

On hold time in minutes

The total time spent in the On-hold status, displayed in minutes

Fact

Assigned at hour

Hour a ticket was last assigned in a 24-hour format, from 0 to 23

Fact

Assignee stations

The number of agent assignment changes made. The initial assignment upon ticket creation also counts as a station.

Fact

Full resolution time in minutes

The time between ticket creation time and the timestamp of the final or most recent change of status to solved, displayed in minutes

Fact

Ticket replies

The number of public agent comments on a ticket (not end-users comments or private comments).

Fact

Assigned at (minutes)

Ticket assigned in epoch minutes (the number of minutes since 01/01/1970)

Fact

Ticket due at (minutes)

Ticket due at time in epoch minutes (the number of minutes since 01/01/1970)

Fact

Ticket created at hour

Hour that a ticket was created in a 24-hour format, from 0 to 23

Fact

Submitter ID (Fact)

Submitter ID fact that can be used with the disconnected user filter

Fact

Requester wait time in minutes within business hours

The combined total time spent in the New, Open and On-Hold status. Only time that elapses during listed business hours is counted.

Fact

Requester updated hour

Requester updated at hour

Fact

First reply time in minutes within business hours

The time between ticket creation time and the timestamp of the first public agent comment, displayed in minutes, but only time that elapses during listed business hours is counted.

Fact

Requester updated (minutes)

Requester last updated in epoch minutes (the number of minutes since 01/01/1970)

Fact

Ticket solved at (minutes)

Time the ticket was solved in epoch minutes (the number of minutes since 01/01/1970)

Fact

Assignee updated (minutes)

Last time assignee updated the ticket in epoch minutes (the number of minutes since 01/01/1970)

Fact

Assignee ID (Fact)

Assignee ID fact that can be used with the disconnected user filter

Fact

Ticket updated at hour

Ticket updated at hour

Fact

Initially assigned at (minutes)

Initially assigned at time in epoch minutes (the number of minutes since 01/01/1970)

Fact

First resolution time in minutes

The time between a ticket creation time and the first timestamp the ticket was marked as solved. A ticket can only have one first resolution time, since it measures the time it took to solve a ticket the first time.

Fact

Requester wait time in minutes

The combined total time spent in the New, Open and On-Hold status.

Fact

Ticket updated at (minutes)

Time of the last update to the ticket in epoch minutes (the number of minutes since 01/01/1970)

Fact

Full resolution time in minutes within business hours

The time between ticket creation time and the timestamp of the final or most recent change of status to solved, displayed in minutes.

Fact

Assignee updated hour

Hour the assignee last updated a ticket in a 24-hour format, from 0 to 23

Fact

Group stations

The number of group assignment changes made. The initial assignment upon ticket creation also counts as a station.

Fact

First reply time in minutes

Number of minutes to the first reply, whether during or after business hours

Fact

Ticket created at (minutes)

Ticket time created in epoch minutes

Fact

Resolution time

The final or most recent resolution time in hours, rounded to the nearest whole hour

Fact

Ticket solved at hour

Hour a ticket was last solved in a 24-hour format, from 0 to 23

Fact

Agent wait time in minutes

The total time spent in the Pending status, displayed in minutes

Fact

First resolution time in minutes within business hours

The time between ticket creation and the timestamp of the first change of status to Solved, displayed in minutes, but only time that elapses during listed business hours is counted.

Fact

On hold time in minutes within business hours

The total time spent in the On-hold status, displayed in minutes, but only time that elapses during listed business hours is counted.

Fact

Ticket due date hour

Hour a ticket is due in a 24-hour format, from 0 to 23

Attribute

Hour Ticket Requester Updated

Hour that a ticket requester was last updated in a 24-hour format, from 0 to 23

Attribute

Ticket Id

The ticket's ID

Attribute

Ticket Via

Ticket channel of original submission

Attribute

Hour Ticket Assigned

Hour that a ticket was last assigned to an agent in a 24-hour format, from 0 to 23

Attribute

Hour Ticket Solved

Hour that a ticket is finally marked as solved in a 24-hour format, from 0 to 23. This number will change if the ticket is re-opened.

Attribute

Hour Ticket Due

Hour that a ticket is due in a 24-hour format, from 0 to 23

Attribute

Ticket External ID

External ID associated with a ticket

Attribute

Ticket Submitter

Submitter name

Attribute

Ticket Assignee

Name of assignee

Attribute

Hour Ticket Updated

Hour that the ticket was updated in a 24-hour format, from 0 to 23

Attribute

Ticket Brand

Brand of the ticket in a multi-brand Zendesk Support

Attribute

Ticket Type

Ticket type

Attribute

Ticket Outbound Sharing Agreement

Affiliated Zendesk accounts and companies tickets are shared with

Attribute

Ticket Problem

Problem tickets linked with an incident

Attribute

Hour Ticket Initially Assigned

Hour a ticket was initially assigned in a 24-hour format, from 0 to 23

Attribute

Ticket Satisfaction Score

Satisfaction score requester assigns after ticket is solved

Attribute

Ticket Inbound Sharing Agreement

Affiliated instances of Zendesk Support and companies who share tickets with the current instance of Zendesk Support

Attribute

Ticket Priority

Ticket priority

Attribute

Ticket Organization

Organization associated with the requester. Ticket organization can be used with multiple organizations.

Attribute

Ticket Group

Name of the group where ticket is assigned

Attribute

Ticket Status

Ticket's current status

Attribute

Ticket Requester Domain

Email subdomain of requester's primary email address

Attribute

Hour Ticket Created

Hour that a ticket was created in a 24-hour format, from 0 to 23

Attribute

Ticket Form

Ticket form that is used on the ticket

Attribute

Ticket Subject

Subject of ticket

Attribute

Hour Ticket Assignee Updated

Hour a ticket asignee last updated a ticket in a 24-hour format, from 0 to 23. This includes new comments (public and private) and ticket status changes

Attribute

Day of Month (Ticket Due)

Day of month (1-31) that ticket is due

Attribute

Day of Quarter (Ticket Due)

Day of quarter (1-92) that ticket is due

Attribute

Day of Week (Mon-Sun) (Ticket Due)

Day of week (Mon-Sun) that ticket is due

Attribute

Day of Week (Sun-Sat) (Ticket Due)

Day of week (Sun-Sat) that ticket is due

Attribute

Day of Year (Ticket Due)

Day of year (1-365) that ticket is due

Attribute

Month (Ticket Due)

Month (January-December) that ticket is due

Attribute

Month of Quarter (Ticket Due)

Month of quarter (M1, M2, M3) that ticket is due

Attribute

Month/Year (Ticket Due)

Month (January-December) and year that ticket is due

Attribute

Quarter (Ticket Due)

Quarter (Q1-Q4) that ticket is due

Attribute

Quarter/Year (Ticket Due)

Quarter (Q1-Q4) and year that ticket is due

Attribute

Week (Mon-Sun) (Ticket Due)

Mon-Sun week of the year (W1-W52) that ticket is due

Attribute

Week (Mon-Sun) of Qtr (Ticket Due)

Mon-Sun week of the quarter (W1-W14) that ticket is due

Attribute

Week (Mon-Sun)/Year (Ticket Due)

Mon-Sun week (W1-W52) and year that ticket is due, i.e. W12 2014

Attribute

Week (Sun-Sat) (Ticket Due)

Sun-Sat week of the year (W1-W52) that ticket is due

Attribute

Week (Sun-Sat) of Qtr (Ticket Due)

Sun-Sat week of the quarter (W1-W14) that ticket is due

Attribute

Week (Sun-Sat)/Year (Ticket Due)

Sun-Sat week (W1-W52) and year that ticket is due, i.e. W12 2014

Attribute

Year (Ticket Due)

Year that ticket is due

Attribute

Day of Month (Ticket Created)

Day of month (1-31) that ticket was created

Attribute

Day of Quarter (Ticket Created)

Day of quarter (1-92) that ticket was created

Attribute

Day of Week (Mon-Sun) (Ticket Created)

Day of week (Mon-Sun) that ticket was created

Attribute

Day of Week (Sun-Sat) (Ticket Created)

Day of week (Sun-Sat) that ticket was created

Attribute

Day of Year (Ticket Created)

Day of year (1-365) that ticket was created

Attribute

Month (Ticket Created)

Month (January-December) that ticket was created

Attribute

Month of Quarter (Ticket Created)

Month of quarter (M1, M2, M3) that ticket was created

Attribute

Month/Year (Ticket Created)

Month (January-December) and year that ticket was created

Attribute

Quarter (Ticket Created)

Quarter (Q1-Q4) that ticket was created

Attribute

Quarter/Year (Ticket Created)

Quarter (Q1-Q4) and year that ticket was created

Attribute

Week (Mon-Sun) (Ticket Created)

Mon-Sun week of the year (W1-W52) that ticket was created

Attribute

Week (Mon-Sun) of Qtr (Ticket Created)

Mon-Sun week of the quarter (W1-W14) that ticket was created

Attribute

Week (Mon-Sun)/Year (Ticket Created)

Mon-Sun week (W1-W52) and year that ticket was created, i.e. W12 2014

Attribute

Week (Sun-Sat) (Ticket Created)

Sun-Sat week of the year (W1-W52) that ticket was created

Attribute

Week (Sun-Sat) of Qtr (Ticket Created)

Sun-Sat week of the quarter (W1-W14) that ticket was created

Attribute

Week (Sun-Sat)/Year (Ticket Created)

Sun-Sat week (W1-W52) and year that ticket was created, i.e. W12 2014

Attribute

Year (Ticket Created)

Year that ticket was created

Attribute

Day of Month (Ticket Assigned)

Day of month (1-31) that ticket was assigned

Attribute

Day of Quarter (Ticket Assigned)

Day of quarter (1-92) that ticket was assigned

Attribute

Day of Week (Mon-Sun) (Ticket Assigned)

Day of week (Mon-Sun) that ticket was assigned

Attribute

Day of Week (Sun-Sat) (Ticket Assigned)

Day of week (Sun-Sat) that ticket was assigned

Attribute

Day of Year (Ticket Assigned)

Day of year (1-365) that ticket was assigned

Attribute

Month (Ticket Assigned)

Month (January-December) that ticket was assigned

Attribute

Month of Quarter (Ticket Assigned)

Month of quarter (M1, M2, M3) that ticket was assigned

Attribute

Month/Year (Ticket Assigned)

Month (January-December) and year that ticket was assigned

Attribute

Quarter (Ticket Assigned)

Quarter (Q1-Q4) that ticket was assigned

Attribute

Quarter/Year (Ticket Assigned)

Quarter (Q1-Q4) and year that ticket was assigned

Attribute

Week (Mon-Sun) (Ticket Assigned)

Mon-Sun week of the year (W1-W52) that ticket was assigned

Attribute

Week (Mon-Sun) of Qtr (Ticket Assigned)

Mon-Sun week of the quarter (W1-W14) that ticket was assigned

Attribute

Week (Mon-Sun)/Year (Ticket Assigned)

Mon-Sun week (W1-W52) and year that ticket was assigned, i.e. W12 2014

Attribute

Week (Sun-Sat) (Ticket Assigned)

Sun-Sat week of the year (W1-W52) that ticket was assigned

Attribute

Week (Sun-Sat) of Qtr (Ticket Assigned)

Sun-Sat week of the quarter (W1-W14) that ticket was assigned

Attribute

Week (Sun-Sat)/Year (Ticket Assigned)

Sun-Sat week (W1-W52) and year that ticket was assigned, i.e. W12 2014

Attribute

Year (Ticket Assigned)

Year that ticket was assigned

Attribute

Day of Month (Ticket Solved)

Day of month (1-31) that ticket was solved

Attribute

Day of Quarter (Ticket Solved)

Day of quarter (1-92) that ticket was solved

Attribute

Day of Week (Mon-Sun) (Ticket Solved)

Day of week (Mon-Sun) that ticket was solved

Attribute

Day of Week (Sun-Sat) (Ticket Solved)

Day of week (Sun-Sat) that ticket was solved

Attribute

Day of Year (Ticket Solved)

Day of year (1-365) that ticket was solved

Attribute

Month (Ticket Solved)

Month (January-December) that ticket was solved

Attribute

Month of Quarter (Ticket Solved)

Month of quarter (M1, M2, M3) that ticket was solved

Attribute

Month/Year (Ticket Solved)

Month (January-December) and year that ticket was solved

Attribute

Quarter (Ticket Solved)

Quarter (Q1-Q4) that ticket was solved

Attribute

Quarter/Year (Ticket Solved)

Quarter (Q1-Q4) and year that ticket was solved

Attribute

Week (Mon-Sun) (Ticket Solved)

Mon-Sun week of the year (W1-W52) that ticket was solved

Attribute

Week (Mon-Sun) of Qtr (Ticket Solved)

Mon-Sun week of the quarter (W1-W14) that ticket was solved

Attribute

Week (Mon-Sun)/Year (Ticket Solved)

Mon-Sun week (W1-W52) and year that ticket was solved, i.e. W12 2014

Attribute

Week (Sun-Sat) (Ticket Solved)

Sun-Sat week of the year (W1-W52) that ticket was solved

Attribute

Week (Sun-Sat) of Qtr (Ticket Solved)

Sun-Sat week of the quarter (W1-W14) that ticket was solved

Attribute

Week (Sun-Sat)/Year (Ticket Solved)

Sun-Sat week (W1-W52) and year that ticket was solved, i.e. W12 2014

Attribute

Year (Ticket Solved)

Year that ticket was solved

Attribute

Day of Month (Ticket Initially Assigned)

Day of month (1-31) that ticket was initially assigned

Attribute

Day of Quarter (Ticket Initially Assigned)

Day of quarter (1-92) that ticket was initially assigned

Attribute

Day of Week (Mon-Sun) (Ticket Initially Assigned)

Day of week (Mon-Sun) that ticket was initially assigned

Attribute

Day of Week (Sun-Sat) (Ticket Initially Assigned)

Day of week (Sun-Sat) that ticket was initially assigned

Attribute

Day of Year (Ticket Initially Assigned)

Day of year (1-365) that ticket was initially assigned

Attribute

Month (Ticket Initially Assigned)

Month (January-December) that ticket was initially assigned

Attribute

Month of Quarter (Ticket Initially Assigned)

Month of quarter (M1, M2, M3) that ticket was initially assigned

Attribute

Month/Year (Ticket Initially Assigned)

Month (January-December) and year that ticket was initially assigned

Attribute

Quarter (Ticket Initially Assigned)

Quarter (Q1-Q4) that ticket was initially assigned

Attribute

Quarter/Year (Ticket Initially Assigned)

Quarter (Q1-Q4) and year that ticket was initially assigned

Attribute

Week (Mon-Sun) (Ticket Initially Assigned)

Mon-Sun week of the year (W1-W52) that ticket was initially assigned

Attribute

Week (Mon-Sun) of Qtr (Ticket Initially Assigned)

Mon-Sun week of the quarter (W1-W14) that ticket was initially assigned

Attribute

Week (Mon-Sun)/Year (Ticket Initially Assigned)

Mon-Sun week (W1-W52) and year that ticket was initially assigned, i.e. W12 2014

Attribute

Week (Sun-Sat) (Ticket Due)

Sun-Sat week of the year (W1-W52) that ticket was initially assigned

Attribute

Week (Sun-Sat) of Qtr (Ticket Initially Assigned)

Sun-Sat week of the quarter (W1-W14) that ticket was initially assigned

Attribute

Week (Sun-Sat)/Year (Ticket Initially Assigned)

Sun-Sat week (W1-W52) and year that ticket was initially assigned, i.e. W12 2014

Attribute

Year (Ticket Initially Assigned)

Year that ticket was initially assigned

Attribute

Date (Ticket Last Updated)

Date the ticket was last updated

Attribute

Day of Month (Ticket Last Updated)

Day of month (1-31) that ticket was last updated

Attribute

Day of Quarter (Ticket Last Updated)

Day of quarter (1-92) that ticket was last updated

Attribute

Day of Week (Mon-Sun) (Ticket Last Updated)

Day of week (Mon-Sun) that ticket was last updated

Attribute

Day of Week (Sun-Sat) (Ticket Last Updated)

Day of week (Sun-Sat) that ticket was last updated

Attribute

Day of Year (Ticket Last Updated)

Day of year (1-365) that ticket was last updated

Attribute

Month (Ticket Last Updated)

Month (January-December) that ticket was last updated

Attribute

Month of Quarter (Ticket Last Updated)

Month of quarter (M1, M2, M3) that ticket was last updated

Attribute

Month/Year (Ticket Last Updated)

Month (January-December) and year that ticket was last updated

Attribute

Quarter (Ticket Last Updated)

Quarter (Q1-Q4) that ticket was last updated

Attribute

Quarter/Year (Ticket Last Updated)

Quarter (Q1-Q4) and year that ticket was last updated

Attribute

Week (Mon-Sun) (Ticket Last Updated)

Mon-Sun week of the year (W1-W52) that ticket was last updated

Attribute

Week (Mon-Sun) of Qtr (Ticket Last Updated)

Mon-Sun week of the quarter (W1-W14) that ticket was last updated

Attribute

Week (Mon-Sun)/Year (Ticket Last Updated)

Mon-Sun week (W1-W52) and year that ticket was last updated, i.e. W12 2014

Attribute

Week (Sun-Sat) (Ticket Last Updated)

Sun-Sat week of the year (W1-W52) that ticket was last updated

Attribute

Week (Sun-Sat) of Qtr (Ticket Last Updated)

Sun-Sat week of the quarter (W1-W14) that ticket was last updated

Attribute

Week (Sun-Sat)/Year (Ticket Last Updated)

Sun-Sat week (W1-W52) and year that ticket was last updated, i.e. W12 2014

Attribute

Year (Ticket Last Updated)

Year that ticket was last updated

Attribute (time)

Date (Event)

Date of a ticket event

Attribute (time)

Date (Ticket Assigned)

Date the ticket was most recently assigned

Attribute (time)

Date (Ticket Created)

Date created

Attribute (time)

Date Due

Date due

Attribute (time)

Date Initially Assigned

Date initially assigned

Attribute (time)

Date Last Updated

Date of the last ticket update; this includes any update to the ticket record, not just agent updates

Attribute (time)

Date Solved

Date solved

Attribute

Date (Assignee Updated)

Date assignee last updated ticket

Attribute

Day of Month (Assignee Updated)

Day of month (1-31) that assignee last updated ticket

Attribute

Day of Quarter (Assignee Updated)

Day of quarter (1-92) that assignee last updated ticket

Attribute

Day of Week (Mon-Sun) (Assignee Updated)

Day of week (Mon-Sun) that assignee last updated ticket

Attribute

Day of Week (Sun-Sat) (Assignee Updated)

Day of week (Sun-Sat) that assignee last updated ticket

Attribute

Day of Year (Assignee Updated)

Day of year (1-365) that assignee last updated ticket

Attribute

Month (Assignee Updated)

Month (January-December) that ticket assignee was updated

Attribute

Month of Quarter (Assignee Updated)

Month of quarter (M1, M2, M3) that assignee last updated ticket

Attribute

Month/Year (Assignee Updated)

Month (January-December) and year that assignee last updated ticket

Attribute

Quarter (Assignee Updated)

Quarter (Q1-Q4) that assignee last updated ticket

Attribute

Quarter/Year (Assignee Updated)

Quarter (Q1-Q4) and year that assignee last updated ticket

Attribute

Week (Mon-Sun) (Assignee Updated)

Mon-Sun week of the year (W1-W52) that assignee last updated ticket

Attribute

Week (Mon-Sun) of Qtr (Assignee Updated)

Mon-Sun week of the quarter (W1-W14) that assignee last updated ticket

Attribute

Week (Mon-Sun)/Year (Assignee Updated)

Mon-Sun week (W1-W52) and year that assignee last updated ticket, i.e. W12 2014

Attribute

Week (Sun-Sat) (Assignee Updated)

Sun-Sat week of the year (W1-W52) that assignee last updated ticket

Attribute

Week (Sun-Sat) of Qtr (Assignee Updated)

Sun-Sat week of the quarter (W1-W14) that assignee last updated ticket

Attribute

Week (Sun-Sat)/Year (Assignee Updated)

Sun-Sat week (W1-W52) and year that assignee last updated ticket, i.e. W12 2014

Attribute

Year (Assignee Updated)

Year that assignee last updated ticket

Attribute

Date (Requester Updated)

Date requester last updated ticket

Attribute

Day of Month (Requester Updated)

Day of month (1-31) that requester last updated ticket

Attribute

Day of Quarter (Requester Updated)

Day of quarter (1-92) that requester last updated ticket

Attribute

Day of Week (Mon-Sun) (Requester Updated)

Day of week (Mon-Sun) that requester last updated ticket

Attribute

Day of Week (Sun-Sat) (Requester Updated)

Day of week (Sun-Sat) that requester last updated ticket

Attribute

Day of Year (Requester Updated)

Day of year (1-365) that requester last updated ticket

Attribute

Month (Requester Updated)

Month (January-December) that requester last updated ticket

Attribute

Month of Quarter (Requester Updated)

Month of quarter (M1, M2, M3) that requester last updated ticket

Attribute

Month/Year (Requester Updated)

Month (January-December) and year that requester last updated ticket

Attribute

Quarter (Requester Updated)

Quarter (Q1-Q4) that requester last updated ticket

Attribute

Quarter/Year (Requester Updated)

Quarter (Q1-Q4) and year that requester last updated ticket

Attribute

Week (Mon-Sun) (Requester Updated)

Mon-Sun week of the year (W1-W52) that requester last updated ticket

Attribute

Week (Mon-Sun) of Qtr (Requester Updated)

Mon-Sun week of the quarter (W1-W14) that requester last updated ticket

Attribute

Week (Mon-Sun)/Year (Requester Updated)

Mon-Sun week (W1-W52) and year that requester last updated ticket

Attribute

Week (Sun-Sat) (Requester Updated)

Sun-Sat week of the year (W1-W52) that requester last updated ticket

Attribute

Week (Sun-Sat) of Qtr (Requester Updated)

Sun-Sat week of the quarter (W1-W14) that requester last updated ticket

Attribute

Week (Sun-Sat)/Year (Requester Updated)

Sun-Sat week (W1-W52) and year that requester last updated ticket i.e. W12 2014

Attribute

Year (Requester Updated)

Year that requester last updated ticket

Ticket events

The following objects relate to ticket events.

Ticket Updates

Object type

Name

Description

Attribute

Comment Present

Flag to indicate if a comment is included in the ticket update

Attribute

Country

The country from which the ticket update was initiated (based on the user's IP address)

Attribute

Geo Pushpin

The latitude and longitude from which the ticket update was initiated (based on the user's IP address)

Attribute

Public Comment

Flag to indicate whether the comment is public

Attribute

Ticket Update

The unique ID of the ticket update associated with an event

Attribute

Ticket Update Via

Channel through which the ticket update was made

Attribute

Updater Role

Role of the ticket updater

Attribute

Updater Active

Flag to indicate whether an updater has been deleted

Attribute

Updater Timezone

Timezone of ticket updater

Attribute

Updater

The ticket updater, which could be an agent, administrator, or end-user

Fact

Ticket updated (minutes)

Time of the ticket update in epoch minutes (the number of minutes since 01/01/1970)

Fact

Updater ID (fact)

Updater ID fact that can be used with the disconnected user filter

Fact

Updater created (minutes)

Time the updater was created

Ticket Text Field Changes

Object type

Name

Description

Attribute

Text Field

Specifies the system or custom text-based field in the dataset

Attribute

Ticket Event Via

Channel through which a text system or custom field event was updated

Attribute

Ticket Text Field Change

Identifier for every time a ticket text field is changed

Attribute

[Text Field] New Value

The new value of any system or custom text-based ticket field. For example, if a Ticket Status was changed from Open to Closed, this value would be Closed.

Attribute

[Text Field] Previous Value

The previous value of any custom ticket field of type drop-down, text or check box. For example, if a Ticket Status was changed from Open to Closed, this value would be Open.

Fact

[Text Field] Duration in minutes

Duration it took a text field to change, in minutes. Includes standard and custom fields.

Ticket Numeric Field Changes

Object type

Name

Description

Attribute

Numeric Field

Indicates the custom numeric field updated in the dataset

Attribute

Numeric Field Event Via

Channel through which a numeric custom field event was updated

Attribute

Ticket Numeric Change

Unique identifier for every time a ticket numeric field is changed

Fact

Ticket Numeric Field Event (epoch minutes)

Time a ticket field was updated in epoch minutes (the number of minutes since 01/01/1970)

Fact

[Numeric Field] Fact duration in seconds

Duration it took a text field to change, in seconds. Includes standard and custom fields.

Fact

[Numeric Field] New value

New value for a numerical field

Fact

[Numeric Field] Old value

Previous value for a numerical field

Organizations

The following objects relate to organizations.

Object type

Name

Description

Attribute

Organization

Labels:

Organization name -- The name of the organization

Organization ID -- Automatically assigned when creating organization

Organization URL -- The API URL of the organization

Attribute

Organization Deleted

Flag to indicate whether the organization is deleted

Attribute

Organization Name

The name of the organization

Fact

Organization created (epoch minutes)

The time the organization was created

Fact

Organization updated (epoch minutes)

The time the organization was updated

Attribute

Date (Organization Updated)

Date the organization was updated

Attribute

Day of Month (Organization Updated)

Day of month (1-31) that the organization was updated

Attribute

Day of Quarter (Organization Updated)

Day of quarter (1-92) that the organization was updated

Attribute

Day of Week (Mon-Sun) (Organization Updated)

Day of week (Mon-Sun) that the organization was updated

Attribute

Day of Week (Sun-Sat) (Organization Updated)

Day of week (Sun-Sat) that the organization was updated

Attribute

Day of Year (Organization Updated)

Day of year (1-365) that the organization was updated

Attribute

Month (Organization Updated)

Month (January-December) that the organization was updated

Attribute

Month of Quarter (Organization Updated)

Month of quarter (M1, M2, M3) that the organization was updated

Attribute

Month/Year (Organization Updated)

Month (January-December) and year that the organization was updated

Attribute

Quarter (Organization Updated)

Quarter (Q1-Q4) that the organization was updated

Attribute

Quarter/Year (Organization Updated)

Quarter (Q1-Q4) and year that the organization was updated

Attribute

Week (Mon-Sun) (Organization Updated)

Mon-Sun week of the year (W1-W52) that the organization was updated

Attribute

Week (Mon-Sun) of Qtr (Organization Updated)

Mon-Sun week of the quarter (W1-W14) that the organization was updated

Attribute

Week (Mon-Sun)/Year (Organization Updated)

Mon-Sun week (W1-W52) and year that the organization was updated, i.e. W12 2014

Attribute

Week (Sun-Sat) (Organization Updated)

Sun-Sat week of the year (W1-W52) that the organization was updated

Attribute

Week (Sun-Sat) of Qtr (Organization Updated)

Sun-Sat week of the quarter (W1-W14) that the organization was updated

Attribute

Week (Sun-Sat)/Year (Organization Updated)

Sun-Sat week (W1-W52) and year that the organization was updated, i.e. W12 2014

Attribute

Year (Organization Updated)

Year that the organization was updated

Attribute

Date (Organization Created)

Date that the organization was created

Attribute

Day of Month (Organization Created)

Day of month (1-31) that the organization was created

Attribute

Day of Quarter (Organization Created)

Day of quarter (1-92) that the organization was created

Attribute

Day of Week (Mon-Sun) (Organization Created)

Day of week (Mon-Sun) that the organization was created

Attribute

Day of Week (Sun-Sat) (Organization Created)

Day of week (Sun-Sat) that the organization was created

Attribute

Day of Year (Organization Created)

Day of year (1-365) that the organization was created

Attribute

Month (Organization Created)

Month (January-December) that the organization was created

Attribute

Month of Quarter (Organization Created)

Month of quarter (M1, M2, M3) that the organization was created

Attribute

Month/Year (Organization Created)

Month (January-December) and year that the organization was created

Attribute

Quarter (Organization Created)

Quarter (Q1-Q4) that the organization was created

Attribute

Quarter/Year (Organization Created)

Quarter (Q1-Q4) and year that the organization was created

Attribute

Week (Mon-Sun) (Organization Created)

Mon-Sun week of the year (W1-W52) that the organization was created

Attribute

Week (Mon-Sun) of Qtr (Organization Created)

Mon-Sun week of the quarter (W1-W14) that the organization was created

Attribute

Week (Mon-Sun)/Year (Organization Created)

Mon-Sun week (W1-W52) and year that the organization was created, i.e. W12 2014

Attribute

Week (Sun-Sat) (Organization Created)

Sun-Sat week of the year (W1-W52) that the organization was created

Attribute

Week (Sun-Sat) of Qtr (Organization Created)

Sun-Sat week of the quarter (W1-W14) that the organization was created

Attribute

Week (Sun-Sat)/Year (Organization Created)

Sun-Sat week (W1-W52) and year that the organization was created, i.e. W12 2014

Attribute

Year (Organization Created)

Year that the organization was created

Users

The following objects relate to users.

Object type

Name

Description

Attribute

User

Labels:

User name -- The name of the user

User ID -- Automatically assigned when creating user

User URL -- The API URL of the user

Attribute

User Locale

Labels:

Requester Locale Label -- The locale for the requester

User Locale -- The locale for the user

Attribute

User Active

Users that have been deleted will have the value false here

Attribute

User External ID

A unique id you can set on a user

Attribute

User Is Moderator

Designates whether this user has forum moderation capabilities

Attribute

User Name

The name of the user

Attribute

User Role

The Role of the user. Possible values: "end-user","agent", "admin"

Attribute

User Time Zone

The time zone of the user

Fact

User created (epoch minutes)

User time created in epoch minutes

Fact

User last login (epoch minutes)

User last login in epoch minutes

Attribute

Day of Month (User Last Login)

Day of month (1-31) that user last logged in

Attribute

Day of Quarter (User Last Login)

Day of quarter (1-92) that user last logged in

Attribute

Day of Week (Mon-Sun) (User Last Login)

Day of week (Mon-Sun) that user last logged in

Attribute

Day of Week (Sun-Sat) (User Last Login)

Day of week (Sun-Sat) that user last logged in

Attribute

Day of Year (User Last Login)

Day of year (1-365) that user last logged in

Attribute

Month (User Last Login)

Month (January-December) that user last logged in

Attribute

Month of Quarter (User Last Login)

Month of quarter (M1, M2, M3) that user last logged in

Attribute

Month/Year (User Last Login)

Month (January-December) and year that user last logged in

Attribute

Quarter (User Last Login)

Quarter (Q1-Q4) that user last logged in

Attribute

Quarter/Year (User Last Login)

Quarter (Q1-Q4) and year that user last logged in

Attribute

Week (Mon-Sun) (User Last Login)

Mon-Sun week of the year (W1-W52) that user last logged in

Attribute

Week (Mon-Sun) of Qtr (User Last Login)

Mon-Sun week of the quarter (W1-W14) that user last logged in

Attribute

Week (Mon-Sun)/Year (User Last Login)

Mon-Sun week (W1-W52) and year that the user last logged in, i.e. W12 2014

Attribute

Week (Sun-Sat) (User Last Login)

Sun-Sat week of the year (W1-W52) that user last logged in

Attribute

Week (Sun-Sat) of Qtr (User Last Login)

Sun-Sat week of the quarter (W1-W14) that user last logged in

Attribute

Week (Sun-Sat)/Year (User Last Login)

Sun-Sat week (W1-W52) and year that user last logged in, i.e. W12 2014

Attribute

Year (User Last Login)

Year that user last logged in

Fact

User ID (fact)

Automatically assigned when creating users

Fact

User updated (epoch minutes)

User time updated in epoch minutes (the number of minutes since 01/01/1970)

Attribute

User Tag

User tag value

Attribute

User Tag Deleted flag

Flag to indicate whether a tag was deleted from a user

Attribute

UserTagID

Unique identifier for a user and tag combination

Attribute

User created at (Date)

The date the user was created

Attribute

Day of Month (User Created)

Day of month (1-31) the user was created

Attribute

Day of Quarter (User Created)

Day of quarter (1-92) the user was created

Attribute

Day of Week (Mon-Sun) (User Created)

Day of week (Mon-Sun) the user was created

Attribute

Day of Week (Sun-Sat) (User Created)

Day of week (Sun-Sat) the user was created

Attribute

Day of Year (User Created)

Day of year (1-365) the user was created

Attribute

Month (User Created)

Month (January-December) the user was created

Attribute

Month of Quarter (User Created)

Month of quarter (M1, M2, M3) the user was created

Attribute

Month/Year (User Created)

Month (January-December) and year the user was created

Attribute

Quarter (User Created)

Quarter (Q1-Q4) the user was created

Attribute

Quarter/Year (User Created)

Quarter (Q1-Q4) and year the user was created

Attribute

Week (Mon-Sun) (User Created)

Mon-Sun week of the year (W1-W52) the user was created

Attribute

Week (Mon-Sun) of Qtr (User Created)

Mon-Sun week of the quarter (W1-W14) the user was created

Attribute

Week (Mon-Sun)/Year (User Created)

Mon-Sun week (W1-W52) and year the user was created, i.e. W12 2014

Attribute

Week (Sun-Sat) (User Created)

Sun-Sat week of the year (W1-W52) the user was created

Attribute

Week (Sun-Sat) of Qtr (User Created)

Sun-Sat week of the quarter (W1-W14) the user was created

Attribute

Week (Sun-Sat)/Year (User Created)

Sun-Sat week (W1-W52) and year the user was created, i.e. W12 2014

Attribute

Year (User Created)

Year the user was created

Attribute

User last login at (Date)

A time-stamp of the last time this user logged in to your instance of Zendesk Support

Agent associated with the call. If analyzing the entire call, this attribute will include all agents that had legs associated with the call.

Attribute

Call Completion Status

Completion status of the call. Shows whether the call was completed to an agent or to the voicemail versus if the call was abandoned before completion.

Attribute

Call Direction

Inbound or Outbound

Attribute

Call Exceeded Queue Wait Time

Indicates if the customer exceeded the set time limit waiting for the agent in the queue.

Attribute

Call Leg

A call leg is a logical connection between two voice gateways or between a gateway and an IP telephony device.

Attribute

Call Leg Available Via

Agent answering via Browser or Phone

Attribute

Call Leg Forwarded To

If a call leg is associated with call forwarding, the number associated the call was routed to

Attribute

Call Leg Number

The order the call leg began in reference to the overall call. Customer legs are counted first, so each call will start with a value of one. Each additional agent leg that occurs on the call increments the value by one.

Attribute

Call Leg Type

The type of call leg

Attribute

Call Leg Completion Status

Indicates whether an agent declined an incoming call, if an agent missed the prompt to accept the incoming calls, or if the agent accepted it.

Attribute

Call Leg Consultation From

Indicates the ID of the agent who initiated a consultation with another agent. The value is applied to the first agent's call leg.

Attribute

Call Leg Forwarded To

The number the call was routed to, if associated with call forwarding.

I'm looking a way to get the occupancy rate via zendesk using the objects in this post.

Occupancy rate- is the % from the valid activities over the required work duration.

Ex: (Total Talk time + Total wrap up + Total on hold + time used for another task/s aside from call) / (Total Talk time + Total wrap up + Total on hold + time used for another task/s aside from call + total avail)

i used:

-Call Hold Time

-Call Leg Duration

-Call Leg Wrap up time

-Call Leg talk time

The result are confusing and totally not making sense to me. Probably because i don't know exactly what those objects that are needed to get the correct output.

Sadly, Zendesk does not track agent schedules or availability time, and all of the Talk information comes from call data.

We can calculate Total Talk time + Total wrap up + Total on hold etc, but there would not be any way for Insights to calculate data that is specific to the agent's availability or time spent outside of the call.

You may find interest in this third party app called Tymeshift which does account for agent schedules and availability.

Additionally, I feel like this would be good to point out to our developers in our Product Feedback forums as a feature that you would like to see in the future!